New Home Quality Assurance Coordinator

Job Description

WHY LOMBARDO?

Choosing a place to work is important. You spend at least 40 hours each week at work, so you want to love what you do. We get it. When telling you why you will love working at Lombardo Homes, we could list all of our statistics and accomplishments… but everyone does that, right?

Here is the real reason you will love working at Lombardo: we are a family. We are family-owned and operated, yes, but our entire team is a family. We appreciate and care for our team members and trade partners. When our team members succeed, we all succeed; when they struggle, we all pitch in to build them back up. This is the Lombardo way.

THE OPPORTUNITY

Are you an experienced homebuilding or customer service professional looking to gain knowledge and put your talents to use? Do you enjoy providing exceptional customer service and building exceptional homes with high quality standards that you help put in place? Are you a strong communicator, relationship builder, collaborator, and able to build and support strong working relationships with team members? If you answered yes to all, then this position is for you! You will take part in our Customer Care and Quality Assurance programs, meeting with customers to provide them guidance on the use of their home, helping coordinate service calls with our trade partners and conducting quality inspections on our homes in production.

WHAT YOU’LL DO

The company basics

· Perform quality, detailed work within deadlines with or without direct supervision.

· Interact professionally with other employees, customers, and others

· Work effectively in a team.

· Work independently while understanding the necessity for communication and coordinating work efforts with other employees and organizations. Nobody is an island!

The nitty-gritty

· Conduct quality assurance inspections and reinspections on new homes at 2 construction stages

· Conduct Homeowner Orientation meeting with customers to orient customers on the performance of their home and the process for service requests. List defects noted by the customer and track them to completion.

· Conduct service appointments as needed with customers to review and assess service requests.

· Demonstrate a thorough understanding of the equipment and products within our new homes; communicate their function and use in a way that customers understand.

· Respond promptly to customer inquiries. Coordinate prompt completion of service requests between customers and trade partners.

· Review new service requests and qualify them; ensure they are assigned to the correct trade partners for assessment and completion

· Provide a professional, courteous, and unwavering explanation to customers when service requests are denied

· Participate in periodic customer seminars to promote customer education on service process and the function of their home.

· Keep accurate record of trade partner and customer interactions, comments, and complaints in the conduct of service request completion.

· Control spending on service requests while ensuring care for the customer.

· Recruit new trade partners to support Customer Care

· Track and support completion of pre-closing defects

· Conduct trade partner counseling to find and correct shortcomings related to Quality Assurance and Customer Care.

· Enforce the company's Customer Care standards and apply them strictly when reviewing requests for service.

· Participate in all applicable systems used in Quality Assurance and Customer Care

· Communicate schedules promptly and accurately. Monitor the progress of the service schedule for prompt completion

· Provide input and review of trade partner performance monitoring within the company (i.e., cost, quality, productivity, service)

· Manage trade partner compliance to agreements, scopes, and policies, and other standards

· Collaborate with Field Operations and office staff on product and process improvement

· Support development of scopes and standard operating procedures that assure Trade Partner compliance with construction standards, customer care, local, state, and national building codes, and safety regulations

· Aid in process development and optimization for Quality Assurance and Customer Care

· Maintain a positive, sympathetic, and professional attitude toward customers at all times

· Perform other job functions considered relevant and assigned by the department manager

WHAT YOU NEED

· Education

o High school diploma needed

o A higher education degree preferred, especially Construction Management

o Home Inspection Training and Certification preferred

o Building Code Compliance Training preferred

· Work Experience

o A minimum of 3 years residential construction experience

o Experience working directly with home buyers

o Home Inspection experience preferred

o Building Code Compliance experience preferred

· Communication skills that reflect a positive, sympathetic, and professional attitude toward customers

· A thorough knowledge of residential construction

· A fundamental knowledge of local building codes

· Ability to read and understand working drawings

· Competency in computer applications

o Microsoft Excel, Word, Outlook

o Phone and iPad-based applications

o Phone/Text/Web communication

· Ability to prioritize and multi-task and meet deadlines

· Highly organized and detailed oriented

· Desire to establish and maintain effective working relationships

WHAT WE’LL GIVE YOU

· Competitive salary of $50,000-$60,000 (depending on experience) annual bonus potential

· Auto Allowance

· Opportunity for career growth, progression track to Construction Coordinator and Project Manager

· 401k with company match

· Company-provided life insurance

· Full benefits package including health, dental, vision, FSA, long-term disability, voluntary life insurance, accident insurance

· Company-sponsored employee eventsCompany Description

Founded over 50 years ago, Lombardo Homes established its reputation as a leader in home building excellence. In over 30 communities, the privately owned and operated family business continues to set the new home building industry pace by creating exceptional new construction homes with the utmost quality, anticipating customer needs and providing customers with a new home buying experience.